jan 06 gooda itil.ppt
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TRANSCRIPT
consulting
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ISACA talk S1 © Genesys Consulting Inc.
Presentation to ISACA VictoriaPresentation to ISACA Victoria
January 18January 18thth 2006 2006
David GoodaGenesys Consulting
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ISACA talk S2 © Genesys Consulting Inc.
How does ITIL relate to IT Governance?
CONTENTS
What were the original drivers for ITIL?
What is ITIL?
Why is the word “service” so important?
Where does ITIL go from here?
Impact of increasing adoption of ITIL?
Q and A
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ISACA talk S3 © Genesys Consulting Inc.
IT DEPARTMENT
THE ORIGINAL DRIVERS FOR ITIL
DEV OPS
Incident fix Incident
USER USER
USER
USER
Incident
release
releasefix
fix
Incident
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IT INFRASTRUCTURE LIBRARY (ITIL)
A set of publications that document industry best practice processes for the support and delivery of operational IT services.
SERVICE SUPPORT SERVICE DELIVERY
SERVICE MANAGEMENT
Originally (late 1980s) consisted of:
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the business, customers or users
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
the business, customers or users
Service Level Management
Availability Management Capacity
ManagementFinancial
ManagementFor IT Services
IT ServiceContinuity
Management
ITIL SERVICE MANAGEMNT
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ISACA talk S6 © Genesys Consulting Inc.
IT INFRASTRUCTURE LIBRARY (ITIL)
A set of publications that document industry best practice processes for the support and delivery of operational IT services.
SERVICE SUPPORTSERVICE DELIVERY
ICT Infrastructure Management
Extended (1990s) to include:
Application Management
Security Management
Planning to ImplementService Management
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IMPORTANCE OF THE WORD “SERVICE”
BUSINESS ENTERPRISE
IT SERVICE
IT Department
DEVELOPMENTSERVICE
MANAGEMENT
CUSTOMER
CUSTOMER
CUSTOMER
CUSTOMER
BUSINESSSERVICE
BUSINESSUNIT
BUSINESSUNIT
BUSINESSUNIT
BUSINESSUNIT
BUSINESSUNIT
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THE CONTEXT OF IT SERVICE PROVISION
BUSINESSUNIT
CUSTOMER
BUSINESSSERVICE
BusinessService
Contributor
ALIGNMENT…..
BUSINESSUNITCUSTOMER
BUSINESSSERVICE
IT Department
DEVELOPMENTSERVICE
MANAGEMENT
ITSERVICE
SEPARATION…..
IT Department
DEVELOPMENTSERVICE
MANAGEMENT
ITSERVICE
ISOLATION…..
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IT GOVERNANCE
According to ITGI, the purpose of IT Governance is to direct IT endeavours, to ensure that IT’s performance meets the following objectives:
Alignment of IT with the enterprise
Use of IT to enable the enterprise
Responsible use of IT resources
Appropriate management of IT-related risks
COBIT – control and management framework for IT
ISO 17799 – security management standard for IT
Embedded in
Almost absent from
ITIL – service management best practice
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IT INFRASTRUCTURE LIBRARY (ITIL)
A set of publications that document industry best practice processes for the support and delivery of operational IT services.
SERVICE SUPPORTSERVICE DELIVERYICT INFRASTRUCTURE MGTAPPLICATION MGTSECURITY MGTPLANNING TO IMPLEMENT
The BUSINESS PERSPECTIVE
Extended (2005) to include:
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COBIT
RELATIONSHIPS : ITIL, COBIT and ISO17799
controlobjective
PlanAnd
Organise
AcquireAnd
Implement
DeliverAnd
SupportMonitor
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
controlobjective
ITIL
ISO17799
but…….
e.g. COBIT status accountingmaps to ITIL configuration managementmaps to ISO 17799 accountability for assets
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RELATIONSHIPS : ITIL, COBIT and ISO17799
Mapping is imperfect because:
Inconsistent terminology
Differing embedded philosophies
Disjoin within the ITIL publication set
Alignment not built-in from start
Good news is:
ITGI and OGC working together
Initial alignment document published
COBIT new version published
ITIL revision this year
Alignment now a focus of both groups
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IMPACT OF INCREASING ADOPTION OF ITIL
Better support of operational IT Services
Better quality IT Services
Better support of operational IT Services
Better quality IT Services
Alignment between controls and processes
Removal of barriers
Focus on provision of business service components
or
IT Governance
ServiceManagement
SecurityManagement
ProjectManagement
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What were the drivers for ITIL?
What is ITIL?
Why is the word “service” so important?
How does ITIL relate to IT Governance?
Where does ITIL go from here?
Impact of increasing adoption of ITIL?
Q and A
CONTENTS